When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. With a strong emphasis on hospitality, hotels have mastered the art of creating a ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 4 years old. You won’t succeed in ...

As customer expectations evolve, basic amenities and standard services are no longer sufficient to captivate modern, experience-savvy guests. This consumer mindset shift mandates an industry ...

Artificial intelligence (AI) can be leveraged by hospitality companies to meet or even exceed customers' expectations, according to a framework proposed by researchers in the Penn State School of ...

The rise of big data, analytics and artificial intelligence (AI) is fundamentally reshaping the hospitality industry, enabling hotels and resorts to refine their operational and marketing strategies.

"Extending our customer support to operate 24 hours a day, seven days a week allows us to provide assistance to guests whenever needed, particularly during the current peak travel season. This service ...

Join a rapidly growing, global industry. Are you a people-person with a passion for ensuring everyone is having a great time? Is multi-tasking and keeping calm under pressure second nature to you? If ...

The Ritz-Carlton Hotel Company is legendary for its extraordinary customer service (hospitality). Here are seven essentials that you can bring to your own industry as well. In addition to providing ...

A recent survey shows Americans are more unhappy with the customer service they're getting than ever. The poor guy above has been on hold for 24 months (we assume — it's a stock photo). Who are they?